1 reviews | Active since May 2017
Worst agency to travel with !
I had booked a trip to India in early October 2017 to leave on 20th December with Onestop travel. I have booked a 3 star hotel in Mumbai for our 5 night stay.
On the 17th of December (3 days before I could leave) I receive a call from Onestop saying that they cut ties with that specific hotel and can no longer give it to us.
They refused to give me another hotel in the vicinity of the previous one as that was where I wanted to stay initially.
I have spoken to employees and managers and nobody got back to me. Eventually it got to the point where I had to contact the owner of the company (Riaaz Motala).
He is an extremely unhelpful, disrespectful and rude individual. He cut the call on me 3 times. He informed me that he can't do anything and cut the call once again. He raises his voice to the customers and has no respect for women as well since a female in the house also spoke to him and he reacted in the same way.
This is the worst experience I've had with any company and the first time it has got to the point where I had to write a report.
This company does not have their customers interest at heart and I would not advise anybody to travel with them after my terrible experience.
We refer to the comments made in this regards and advise as follows :-
Due to circumstances totally out of our control we had to inform the client of our operators notification wrt The Garden Hotel not being available. We accept that the client had booked and paid for this hotel. However such incidences do happen and as a professional agent it becomes our duty to ensure that our client is not disadvantaged in any way. No other hotels in the same class were available in that vicinity.
As is normal practice alternate options were given to the client. Alternate options being Suba Palace which is in the same area and Treebo Anam International which are not in the same area as The Garden Hotel but these Hotels are a higher grade 3 Star.
The client’s refused to listen or accept that we were trying to assist. They then called Riaz Motala and he too tried explaining to them that Suba Palace was a superior option. Initially the clients insisted on wanting to stay at The Garden Hotel and Riaz was liaising with the operator to see if this was at all possible. Once he got the operator to re-instate The Garden Hotel, the client then started demanding to be placed at other 4 and 5 star Hotels of their choice. When Riaz tried informing the client that this was not possible unless they were prepared to pay the difference in cost they got more frustrated and refused to listen to reason.
Riaz Motala made every effort to pacify the clients however they could not see reason and started yelling at him instead of listening to his advice. Furthermore to demand Hotels of a higher rating is totally unacceptable.
One Stop Travel and Tours prides itself on service excellence and it is rather unfortunate for this to have happened.
The operator in India has since managed to reinstate the booking with The Garden Hotel, and have given the client a superior room.
We hereby wish to place on record our sincere apologies to the client and their family for any inconvenience caused and wish them well on their trip.
Kind Regards,
One Stop Travel & Tours
We refer to the comments made in this regards and advise as follows :-
Due to circumstances totally out of our control we had to inform the client of our operators notification wrt The Garden Hotel not being available. We accept that the client had booked and paid for this hotel. However such incidences do happen and as a professional agent it becomes our duty to ensure that our client is not disadvantaged in any way. No other hotels in the same class were available in that vicinity.
As is normal practice alternate options were given to the client. Alternate options being Suba Palace which is in the same area and Treebo Anam International which are not in the same area as The Garden Hotel but these Hotels are a higher grade 3 Star.
The client’s refused to listen or accept that we were trying to assist. They then called Riaz Motala and he too tried explaining to them that Suba Palace was a superior option. Initially the clients insisted on wanting to stay at The Garden Hotel and Riaz was liaising with the operator to see if this was at all possible. Once he got the operator to re-instate The Garden Hotel, the client then started demanding to be placed at other 4 and 5 star Hotels of their choice. When Riaz tried informing the client that this was not possible unless they were prepared to pay the difference in cost they got more frustrated and refused to listen to reason.
Riaz Motala made every effort to pacify the clients however they could not see reason and started yelling at him instead of listening to his advice. Furthermore to demand Hotels of a higher rating is totally unacceptable.
One Stop Travel and Tours prides itself on service excellence and it is rather unfortunate for this to have happened.
The operator in India has since managed to reinstate the booking with The Garden Hotel, and have given the client a superior room.
We hereby wish to place on record our sincere apologies to the client and their family for any inconvenience caused and wish them well on their trip.
Kind Regards,
One Stop Travel & Tours